Customer Service Charter

Customer Service Charter

We are committed to outstanding customer service. This Charter is our service promise.

Our Customers

  • People and organizations developing their potential
  • Program funders and business partners
  • Community partners and other agencies
  • The community at large

Our Commitment

  • Put our customers first.
  • Provide timely, professional, flexible, friendly, and welcoming customer service.
  • Ensure it is easy to contact us.
  • Provide knowledgeable, well trained, easily identifiable staff.
  • Develop relationships of mutual trust and respect.
  • Affirm that everyone is unique, and embrace the rich diversity of our communities.
  • Provide services that comply with all privacy legislation.
  • Ensure everyone can access our services and that our locations are safe and healthy.
  • Answer customer questions. In cases where we do not have the answer we will help to obtain it.
  • Address concerns or complaints through our Complaint Resolution Process.

Our Customer Service Standards

We will:

  • Respond to messages, email, and any inquiries/concerns in one business day.
  • Respect our customers’ time by being on time. When delays happen, we will address the situation within five minutes. 

Evaluation of our Performance

We will:

  • Ensure that all customers have a chance to give feedback on our services.
  • Keep track of our customer service performance, and respond promptly to areas of concern.

Contacting Us

  • We ask our customers to help us improve our service by giving feedback in person, by phone, or in writing to any staff member.
  • To reach us online visit the Contact Us page here on our website.
  • To speak to our Quality Assurance representative, contact:

Vice President of Quality Assurance
Phone: 800-361-4642
Fax: 905-443-0483